Senior Manager, Customer Experience

Goodshuffle Pro•Washington, DC

1d•$150,000 - $180,000•Hybrid

About The Position

Goodshuffle Pro is a Series A startup based in Washington, D.C., building software for event rental companies and a marketplace connecting event planners with suppliers. The Senior Manager, Customer Experience leads the Customer Success Managers responsible for accounts after implementation, including adoption, renewals, and expansion. The role owns the CSM team's revenue goal and is responsible for growing account revenue, retaining customers, running measurable customer campaigns, building AI-enabled tools, and leading and coaching the team in partnership with the Director of Customer Experience.

Requirements

Experience managing a book of recurring-revenue accounts, or leading a team that does, with a renewal or expansion target.
Experience running a pipeline and its weekly review meeting, with forecasts that have held up.
Experience designing and running a multi-touch campaign with a holdout or variant and analyzing its results.
Experience building a working tool with Claude or a similar model that other people used.
At least 5 years leading customer success or account management teams, with direct reports whose goals you set and coached them toward.

Nice To Haves

Experience with Claude Code.
Experience with software for small businesses or the events industry.
Experience with customer payment adoption or billing conversations.
Experience setting up a call-review or coaching program for a team.
Experience with referral programs.

Responsibilities

Own expansion revenue across the CSM book, track pipeline opportunities, lead weekly pipeline meetings, and provide quarterly forecasts.
Manage renewals as deals; maintain a team-wide at-risk account list, ensure each account has an owner and save plan, and keep churn within quarterly goals.
Design and run expansion, renewal, and referral campaigns with a defined premise, multiple customer touchpoints, proactive stakeholder updates, and reporting on results and learnings.
Identify recurring sources of lost CSM time and build tools with Claude to address them; maintain the tools after launch.
Lead the CSM team by clarifying each CSM's goals, accounts, and immediate priorities; run team rituals; coach CSMs using call feedback; and set quarterly goals with the Director of Customer Experience.
Analyze account health and business outcomes, including at-risk accounts, sources of growth, and the effects of changes, while validating data definitions and time periods.
Delegate initiatives to CSMs and calibrate ownership to each person's readiness.